Coronavirus information for our customers and visitors

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice.

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Chorus Homes is carefully monitoring the latest UK Government coronavirus guidance and advice from the NHS. We would like to reassure everyone that the safety of customers and colleagues remains our priority and after careful review there will be no significant changes to the way we work at this time.

While the number of cases remain high, measures such as social distancing and PPE (including the wearing of masks) will still be in place. We will continue to review the information and data available to make sure we are doing all we can to keep colleagues and customers safe.

This page has been developed to help customers quickly find out how services may have changed as a result of the pandemic.

Guidance for resident customers


Given the uncertainty of fuel supplies, which are not within our control, we are continuing to do our best to maintain our services. We are working to understand how this may affect the services we provide for you and are doing our utmost to maintain normal service. Some areas of the country may be more affected than others.
We aim to continue with planned repairs and maintenance and will update you if there are any changes in the services we provide to you or the appointments we have made with you.
We are continuing to respond to reports of emergency repairs and to provide essential health and safety-related services to our customers.

Chorus Homes’ non-emergency repairs service is open. To report a repair online please visit our report a repair page. You can also call 0345 266 9760.

Call waiting times

Our customer service centre is currently experiencing a high number of calls. As a result, it may take longer than usual to speak to someone. We are sorry for any inconvenience this may cause and thank customers for their patience. 

Gas safety, electrical checks and other essential visits

All gas, electrical servicing, and compliance checks in our properties continues as part of our normal safety testing programme. These services help keep you, your home, and your neighbours safe. Places for People is also visiting properties to check their condition throughout 2021, which will require access to your home. Our neighbourhood teams are working in our communities and may visit your home as part of our usual service.   

If you are isolating, we can delay visits, although you must let us know as soon as we can visit again.

Property lettings

Our lettings teams are using COVID safe ways of working. Most parts of the lettings process are done in contactless ways to make your move as safe as possible and reduce the spread of coronavirus, but sometimes we may require an in-person meeting. This will be done in a socially distanced way.

Keeping you and your home safe

If we need to visit your home for a repair or provide a service, we will ask additional questions to safeguard you and our colleagues. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Teams have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues have anti-bacterial wipes for the surfaces they need to touch. They will ask you to stand at a safe distance away, or in another room. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home. This may include asking you to wear a face covering.

All tradespeople will show you identification when they visit. Please check this before they enter your home. Once you are satisfied you can leave our colleague or contractor to carry out their work. When the appointment or work is completed, they will let you know they have finished. If necessary, they will see themselves out.

Meeting our service standards

Working with coronavirus safety measures has an impact on the availability of our colleagues and the level of service we can provide. As a result, we may not always be able to meet some of our customer service standards. We apologise if this is the case and are working hard to keep levels of service high.

Guidance for customers living in Retirement Living services

Colleagues will continue to wear face coverings while in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

Please wear a face covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems, we will work with you to put a suitable plan in place.

How to get coronavirus support as a clinically extremely vulnerable person

If you are clinically extremely vulnerable, you will previously have received a letter from the NHS or from your GP telling you this. You may have been advised to shield in the past.

You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

If you are unable to access the essential goods and services that you need and if you have any problems, please contact us and we will work with you to put a suitable plan in place.

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information about the support that is available.

We are committed to help prevent our customers falling into debt and we will continue to provide support and guidance to customers who may be having trouble in paying their rent.

We are unable to offer rent breaks, however we will work with each customer on a case-by-case basis to agree an affordable repayment plan. The support we can offer will be dependent on individual circumstances, but we promise that we will assess your case fairly and sympathetically.

Supporting your mental health

If you are worried about your own or someone else’s mental health at this time you can find information, help and support here.

More information about coronavirus

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

A set of frequently asked questions, which gives more information about our services, is available.

We hope you and your families stay safe and well. Thank you for your continued support.